layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Manager, Contact Center – Bilingual (Spanish) at National Life Group | LAYIQ

Bachelor's degree in Business, Operations Management, or a related field.
3+ years of experience in Life and/or Annuity Operations, Financial Services, or a related industry.
Minimum of 3 years of leadership experience.
Proven ability to supervise and develop diverse teams in a fast-paced environment.
Bilingual proficiency in English and Spanish (verbal and written), with the ability to communicate effectively and professionally with customers, associates, agents, and business partners in both languages.
Strong analytical, problem-solving, and decision-making skills.
Strong organizational skills and attention to detail.
Excellent interpersonal and communication skills.
Ability to contribute to process improvement initiatives.
Ability to successfully pass a background check.
Preferred Qualifications
FINRA Series 6 and 26 licenses.
FMLI, ChFC, or other financial services industry designation.
Experience leading multi-site contact center operations.
AI Proficiency Expectations: At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.
All applicants are expected to: Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
Stay curious and open to new AI-enabled ways of working.
Exercise sound judgment by reviewing and validating AI-generated content.
Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life's AI guiding principles.
Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention, and intellectual property.
Additional Expectations for AI-Forward Roles
Core Competencies
Cultivates Innovation - Fosters innovation by taking calculated risks; Work cooperatively with others to produce innovative solutions.
Ensures Accountability - Holds self and others accountable to meet commitments and performance goals.
Directs Work - Provides direction, delegates, and removes obstacles to get work done.
Demonstrates Emotional Intelligence - Exhibits the ability to recognize, understand, and manage emotions and how emotions can influence others; Uses a combination of feedback and reflection to gain productive insight into personal strengths and opportunities.
Exhibits Critical and Creative Thinking - Engaging thinking skills that focus on logic and reasoning to make decisions (critical) and innovative solutions to solve problems (creative).
Leads Change - Facilitates change and transition at the individual and team level; Develops strategic goals for aligning with change.
Develops Talent - Builds team(s) equipped for the future by applying coaching techniques for developing team members to meet their professional/personal goals and the organizational goals; Listens and responds with empathy; Asks thought provoking questions.
Inspires Others - Motivates and influences others by creating an environment where teams can do their best work; Partners across the organization to achieve results.

Manager, Contact Center – Bilingual (Spanish)

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